Customer Service in BPCL

8/3/2019 Customer Service in BPCL

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CORPORATE INTERNSHIP REPORT

ON

CUSTOMER SERVICE IN BPCL

Submitted in Partial Fulfillment for the Award of the Diploma of

Post Graduate Diploma in Management

(Session 2010-12)

INSTITUTE OF MANAGEMENT STUDIES, NOIDA

A UGC Recognized Institute

A-8B, Plot C, Sector-62, Noida

SUBMITTED TO: - SUBMITTED BY:-

Vivek Anand

Mr.H.N SINGH PGD10119


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PUNCH LINE

COOK FOOD SERVE LOVE


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D ECLARATION

I Mr. VIVEK ANAND WITH ROLL NO.PGD10119 OF STREAM PGDM FOR YEAR 2010-12, HERE BY DECLARE THAT THIS PROJECT ROLE OFDISTRIBUTOR IN BPCL OF BHARAT PETROLEUM CORPORATIONLIMITED(BPCL) TO BE AUTHENTICATE AND ORIGINAL IN ALL REPECTOF THE PROCESS CARRIED OUT IN THIS PROJECT,IF THIS PROJECTCOULD BE SCRUTINIZED AND SCREENED OF COPING,I AM LIABLEFOR ANY DEMARCATION/VARIATION OF MARKS WHAT SO EVER MYGUIDE OF THIS PROJECT DEEMED FIT.

Signature of Student

Countersigned

Signature of Mentor


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ACKNOWLEDGEMENT

It is my proud privilege to express my sincere regards and gratitude to BHARAT PETROLEUMCORPORATION LIMITED for providing this valuable information needed for my live project.

I feel privileged to offer sincere thanks and deep sense of gratitude to Mr.PK SAXENA, BharatPetroleum Corporation Limited, Ghaziabad (U.P) for expressing their confidence in me lettingme work on a project of this magnitude and providing their support, help &encouragement inimplementing this prject.

I would also like to convey my gratitude to my faculty guide Mr. P.K Agarwal(HOD) who mademe walk all the steps of this project, intricately and helped me in formulating the entireframework of this analytical research.

Finally, a word of thanks to all my respondents who spared their valuable time from their busy

itinerary in filling up the questionnaires and made the project complete .

In the end, I also wish to pay regard to my friends who helped me & encouraged me time totime

I regret any inadvertent omissions.


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Vivek Anand

PGD10119

IMS, NOIDA

EXECUTIVE SUMMARY

TITLE OF THE PROJECT : ASSESSMENT OF CUSTOMERS SERVICE FOR LPG IN BPCL

NAME OF THE COMPANY : BHARAT PETROLEUM CORPORATION LIMITED.

NAME OF THE INSTITUTE : INSTITUTE OF MANAGEMENT STUDIES,NOIDA

NAME OF THE GUIDE : Mr. P.K Agarwal (HOD)

METHODOLOGY: The study was qualitative in nature and based on customers opinion survey.

DATA SOURCE: PRIMARY DATA SOURCE

RESEARCH APPROACH: DESCRIPTIVE

RESEARCH INSTRUMENT: Questionnaires were being prepared for commercial LPG customers.The mode of collecting data was basically interviewed administered and face to faceconversation for the customers

SAMPLING PLAN: The main target area for the purpose of collecting the sample for the studywas NOIDA and GHAZIABAD


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INDEX

S.NO TITLE OF PAGES PAGE NO. 1 INTRODUCTION

ABOUT BPCL PRODUCT S OF BPCL COMPANY STRUCTURE CORPORATE STRATEGY FIRM OPERATION CODE OF CONDUCT HISTORY VISION COMPETITORS AGENCIES OF BPCL SWOT OF BPCL

7-910-1112-1314-1516-1819-202122232425

2 OBJECTIVE/LIMITATION/SCOPE OF STUDY 26 3 INTRODUCTION TO THE TOPIC 27-29 4 RESEARCH METHODOLOGY

SAMPLING PLAN DATA ANALYSIS FINDING CONCLUSION AND SUGGESSTION

30-323334-4344-45


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QUESTIONNAIRE BIBLIOGRAPHY

46-4849-5051

COMPANY PROFILE

Although it carries the ancient Sanskrit name for India (Bharat), Bharat PetroleumCorporation Limited (BPCL) is a modern refining and distribution company. Itvies with Hindustan Petroleum for the #2 slot behind Indian Oil. The companyrefineries -- in Mumbai, Kochi, and Numaligarh (69%-owned) -- collectively

process about 22.2 million metric tons of crude oil per year. BPCL sells engine oilsand gasolines, liquefied petroleum gas (LPG), and kerosene. It has more than 8,400gas stations, a national network of kerosene dealers, and more than 2,110 LPGcustomers. The Indian government owns 55% of the firm, although it plans toeventually sell this stake as part of industry wide deregulation.

Bharat gas from Bharat Petroleum has dominated the LP Gas market in India for over three decades. Today over 25 million homes in India, wake up each morningto enjoy the cup that cheers prepared on Bharatgas. Similarly, hundreds of commercial and industrial establishments start their day, confident and secure,having entrusted their LP Gas needs to Bharat Petroleum.A pioneer in more ways than one, Bharatgas has brought many innovativeofferings to the customers. To name a few:


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Easy access to customers through various modes including online access Home delivery of cylinders Value added services to customers by venturing into allied business to meet

consumers household needs LP Gas supplies through pipeline to mega residential complexes An innovative solution to reach LP Gas supplies to rural and remote areas

through the Rural Marketing Vehicle Revolutionising the metal cutting & brazing industry with the new product Bharat

Metal Cutting Gas.Bharatgas where innovation is a way of life!!!

ABOUT US

TYPE - State owned enterprise public

Traded - Bse : 500547,NSE:bpcl

INDUSTRY - OIL AND GAS INDUSTRY

FOUNDED - 1976

HEADQUATER - MUMBAI (MAHARASTRA) INDIA

KEY PEOPLE - R.K SINGH (CHAIRMAN& MD)

PRODUCT - PETROL, DISEL FUEL, PETRO CHEMCIAL, LUBRICANT, GAS

REVENUE - RS-153,300.03 CRORE (U$34.19 BILLION)


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OPERATING INCOME - 24068.05 CRORE (U$907.18 MILLION)

TOTAL ASSET - $10.365 BILLION

TOTAL EQUITY - $2.724 BILLION

EMPLOYEE - 13974

MANAGEMENT TEAM

Name Designation R K Singh Chairman and Managing director S K Joshi Director (Finance) Harish M Jagtiani Director B K Datta Director S K Barun Director Alkesh Kumar Sharma Director

K K Gupta Director (Marketing) I P S Anand Director


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S Mohan Director (Human Resources) N Venkiteswaran Director P. K. Sinha Director

MAJOR PRODUCTS AND SERVICES:

Bharat Petroleum Corporation Limited (BPCL) refines, stores, markets and

distributes petroleum products. The company s key products and services include the following

PRODUCTS:

I. Petrol


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II. Diesel

III. LPG

IV. Gasoline

V. Kerosene

VI. Lubricants

VII. Aviation fuel

VIII. Fuels and solvents

SERVICES: Convenience stores

ATMs

Car washes

Free air and water

Lubricant top-ups

Energy audits

E-banking services

Consultancy and technical services

IX Online ordering

COMPANY STRUCTUREThe older structure was functionally organized. There were mainly four functions(refineries, marketing, finance and personnel) each headed by an executive directorreporting to the (CMD). Other support departments like corporate affairs, legal, audit,vigilance, coordination and company secretary were directly under the CMD. See Appendix


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1 for the organizational chart. The Director refinery was in charge of refinery, corporateplanning, JV refineries and special projects. Other than corporate finance and marketingfinance EDP was also under the Director finance. In marketing, there were differentdepartments for retail, industry, LPG, lubricants and aviation segments. Corporate

communication was also under Director marketing.

The whole of India was divided into four regions and further into 22

divisions. Each region was headed by a Regional Manager who was in charge of all activities

within the region and reported to the Director marketing. Each region had a manager in

charge of each of regional personnel, regional engineering, regional industrial customers,

regional retail, and regional finance. Regional LPG was under regional industrial customers.

The division was the responsibility of the Divisional Manager reporting to the Regional

Manager. He had a manager each for sales, operations and engineering. Each of these was

responsible for sales, depots and engineering respectively for all the customers segments.Across the marketing function, except for the corporate departments

(LPG, industrial customers, etc.) specifically looking after a customers segment, every

individual and role is focused on multiple customers segments. For example any strategy

addressing the industrial customers originates from the Corporate Department (Industrial

Customers), goes via the Director Marketing, Regional Manager, Divisional Manager to the

Sales Officer. All of them are responsible for multiple customers segments like retail, LPG,

industrial, etc and deal with different classes of customers. Hence there was very low

customers awareness in terms of the unique needs of the different customers segments,with no single individual at the operational level having clarity on any single customers

segment. Moreover, the marketing strategy was formulated by people who were far from

the customers with very low understanding of the customers they were targeting. The

implementers were responsible for diverse customers with a low understanding of the logic

of these strategies meant for each customers segment. Thus the old structure had created a

bottleneck between the strategy formulators and implementers in terms of the regional

structure, and between the field staff and the corporate offices and refinery.

Activities of a business process are spread out across different functions and levels of hierarchy, engaging many individuals. There was a long chain of non value adding linkagesbetween any two activities targeting a business / customers. For example, when anindustrial customers gives a special order of lubes to the sales officer, the corporate lubespurchases the base oil, plant blends it, S&D packs it and the sales officer sells it. The SalesOfficer would communicate the order to the Divisional Manager, who passes it on to the


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Regional Manager. Then the order would be routed to the Corporate Lubes for processing.Everyone involved in the activities of this process belong to different functions andhierarchy levels. This long chain of communication had led to a lack of customersorientation, low awareness of customers needs and expectations and slowreponse.

CORPORATE STRATEGY NEW.

BHARAT PETROLEUM-THE NEW SBU FORM STRUCTURE

The new structure was focused on the business processes and the customers. The

new structure at the top management level is the same. Five SBUs Retail, Lubes,

Industry/Commercial, LPG and Aviation are customers centered SBUs and come under the

director (marketing). The sixth SBU, Refinery along with two new departments IT & Supply

Chain and R&D are under the director (refineries). Each SBU would have its own HR, IS, finance,

logistics, sales, engineering, etc. The number of layers in the organization was reduced to four

from six or seven.

The major change is the introduction of the territories covering a smaller

geographical area and focusing on specific customers segments. In retail SBU the new structure

had 66 territories reporting to the four regional offices, where as in the earlier structure there

were only 22 divisions which catered to all segments. In other SBUs the regional office was

removed and territories were designed to directly report to the SBU heads. Each territory teamleader was responsible for sales in the territory only for a specific product. The territory

structure was designed to enable the field staff to focus on specific customers segments.

Authority was also delegated down the hierarchy and decision making pushed to the lowest

possible levels. Decisions earlier taken at the regional level were taken now at the territory

level. Further authority was delegated to the role and not the hierarchy level. Administrative

offices have been moved to supply locations that consist of 125 terminals for main fuels and

35 LPG bottling ones. In LPG SBU head office there are only nine personnel and across the

territories even managers at senior positions have been forced to get business.

The new design incorporated recalibration of roles and responsibilities and

redeployment of more than two thousand people (around one fifth of total employee

strength) across the organization. It created new roles at the front effectively using

redundant manpower to increase customers interface and interaction.


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SOME SALIENT FEATURES OF THE NEW STRUCTURE ARE:

Highly empowered work force

Decentralized decision making

De-linking of authority from hierarchical levels

AUTO L.P.G.-THE INTRODUCTION OF LPG AS AUTO FUEL

With the menace of rising vehicular pollution, use of LPG as an auto fuel was

proposed as a pollution abatement measure. LPG being a clean environmentally friendly fuel,

will reduce air pollution to a great extent if the vehicles are fuelled with LPG. Bharat Petroleum

was the first Oil Company to take the initiative for setting up of an Auto LPG Dispensing Station

(ALDS) and run vehicles on LPG as a pilot project in Delhi in October 1999.BPCL today have over70 Auto LPG Dispensing Stations (ALDS) in various cities (including metros) in the country.

FIRM OPERATION

The core business operations of Bharat Petroleum are Petroleum Refining. It belongs

to the oil & gas operations industry. Although it carries the ancient Sanskrit name for India

(Bharat), Bharat Petroleum Corporation Limited (BPCL) is a modern refining and distribution

company. It vies with Hindustan Petroleum for the #2 slot behindIndian Oil. The company processes petroleum and petroleum products;its refinery in Mumbai processes 260,000 barrels of crude per day. It also controls refineries in

Kochi and Numaligarh. BPCL sells engine oils and gasolines, liquefied petroleum gas (LPG), and

kerosene. It has more than 6,550 gas stations, more than 1,000 kerosene dealers, and a

national network of LPG customers. The Indian government owns 55% of the firm, although it

plans to sell this stake as part of industry wide deregulation. The various other operational

functions of BPCL are as:

APRON FUEL MANAGEMENT SYSTEM & E-BIZ SOLUTION.

BPCL is the first and only oil company in India to implement Apron FuelManagement System which is a powerful and comprehensive system that combines the

vehicle (Point of Sale) and Office support functions into a single seamless interface reducing humanintervention and enhancing accuracy. BPCL also provides E-Biz solution to their customers.

OVERSEAS PROJECTS


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BPCL Aviation SBU has entered into a contract with Larsen & Tourbo-ECC Division

and is rendering its expertise to M/s L & T - ECC Division for successful completion of New

Aviation Fuel Depot at Kuwait for Kuwait Aviation Fuelling Company (KAFCO) .The scope of

service includes Technical Consultancy by Aviation/Engineering & Projects specialists having

domain expertise, Preparation of Pre- Commissioning and Commissioning procedures. BPCL isassisting in performing Pre-Commissioning and Commissioning of entire facility at KAFCO

project, training of Owner's personnel in India (Class room training) and on job training at

KAFCO site, Kuwait, participation in HAZOP/SIL/ALARP study and assistance to evaluate remedy

on the findings as advised by HAZOP committee chairman (i.e. recommendations by 3rd partyfrom that study), assistance in Procurement related activities and preparations of Operations.

HYDRANT OWNERS & OPERATOR AND EQUITY AT CIAL .

BPCL is the first oil company to participate in Greenfield airport in India. BPCL hold

equity stake in Cochin International Airport Ltd. which is the first airport built under private-

public participation and have state of art hydrant refuelling system at the airport built by

them

RESEARCH AND DEVELOPMENT

Over the years, Bharat Petroleum continues to meet the challenges of the

rapidly changing environment, leading to changes in the marketing of products and

services. In all these changes, only one factor has remained constant and has been the

source of Bharat Petroleum's strength and inspiration for any future innovations - Bharat

Petroleum's People. The feeling of ownership has facilitated all employees to understand

the complexity of the market and needs of the customers, and respond to these needs withinnovative initiatives and offerings.

Research and development Centre always on the forefront to innovate,

Bharat Petroleum is making distinct efforts towards Research and Development (R and D).

Besides the R and D facilities at the Refinery and the Product Application Development

Centre in Sewree in Mumbai, a new state-of-the-art RandD Centre is being set up near

Delhi. The R and D Centre is being organized around three core groups Process and

Technology Development, Product Application Development and Environmental


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Engineering. A total outlay of Rs.3,000 million has been planned to be spent in three phases

up to the year 2003- 04 on this project

BHARAT PETROLEUM- THE TECHNOLOGICAL EDGE.

Bharat Petroleum has always been on the forefront of harnessing

technology initiatives for BPCL has been on forefront in harnessing technology. Maximising

efficiency and achieving greater customers satisfaction.

Bharat Petroleum is the first Public Sector Oil Company to implement

Enterprise wide Resource Planning (ERP) solutions - SAP. The implementation project

known as ENTRANS (Enterprise wide Transformation) has been awarded the 'SAP Star

Implementation Award', with Bharat Petroleum having the distinction of executing the

largest and the most ambitious SAP project in India. The challenge of SAP implementation

was to ensure that all the integrated elements (of the complex multi-modular integrated

solutions that impact the entire workflow of the organisation) work seamlessly across the

length and breadth of the country, including the remote locations. Providing online

connectivity in these remote locations, given the full-fledged IT network infrastructure, was

in itself a daunting task.

Bharat Petroleum is reaping the benefits of the integrated system in many areas of its

operations. The early gains of implementation. are in the areas of tracking customers-

receivables, monitoring credit- management, inventory management, besides easing theoperations in a large number of areas.

Furthermore, Bharat Petroleum has also set up one of the biggest 'Centres of Excellence' in Asia

to provide online support to the end users and also work towards continuous improvement inbusiness processes and handle product upgrades and new generation products

With SAP as the IT backbone, Bharat Petroleum plans to take advantage of the Internet

based capabilities along the entire value chain with a Customers Relationship Management

solution. A large data warehouse project has also been implemented, which facilitates

access to real-time accurate information on key performance indicators at all Bharat

Petroleum locations. This enables the management to take strategic and business decisions,thus ensuring value-added services, better customers satisfaction and enhance


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CODE OF CONDUCT

Introduction This Code of Ethic ('Code') shall be called 'The Code of Conduct for Board Members and Senior

Management Personnel' of Bharat Petroleum Corporation Limited ('the Company'). The purpose of the 'Code' is to reflect business practices and principles of behavior of theBoard Members and Senior Management Personnel in affirming their commitment to GoodGovernance in line with the Company's Philosophy on Corporate Governance.

This 'Code' has been framed specifically in compliance with the provisions of Clause 49 of theListing Agreement with Stock Exchanges. However, the Functional Directors and SeniorManagement Personnel will continue to be governed by the Bharat Petroleum CorporationManagement Staff Conduct, Discipline and Appeal Rules, 1976 ('CDA Rules') which govern theconduct of all employees of the Company.

The 'Code' shall come into force with effect from 1st day of January 2006.

Definitions and Interpretations In this Code, unless repugnant to the meaning or context thereof, the following expressionsshall have the meaning given to them as under:

'Board Members' shall mean the members on the Board of Directors of the Company. 'Whole-time Director' shall mean the Board members who are in Whole-time employment of

the Company including the C and MD.


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'Part-time Director' shall mean the Board members who are not Whole-time Directors andinclude Part-time (Official) Directors and Part-time (Non-Official) Directors of the Company.

'Relative'shall mean a 'relative' as defined under Section 2(41) and Section 6 read withSchedule IA of the Companies Act, 1956.

'Senior Management Personnel' shall mean and include members of Management Council of

the Company (excluding Whole-time Directors)In this Code words importing masculine shall include feminine and words importing singularshall include the plural and vice versa.

ApplicabilityThis Code shall be applicable to the following persons

Whole-time Directors Part-time Directors Senior Management Personnel

Key RequirementsThe Board Members and Senior Management Personnel shall function within the authorityconferred upon them by the Company, keeping the best interest of the Company in view andthey

shall act with utmost care, skill, diligence and integrity shall act in utmost good faith and fulfill the fiduciary obligations without allowing their

independence of judgment to be compromised shall not be involved in taking any decision on a subject matter in which conflict of personal

interest arises or which in their opinion is likely to arise shall avoid any dealing with a contractor, supplier or service provider that compromises the

ability to transact business on a professional, impartial and competitive basis or influencedecision to be made on behalf of the Company shall not exploit for his own personal gain, opportunities that are discovered through use of

corporate property, information or position, unless the opportunity is disclosed fully in writingto the Board of Directors and the Board declines to pursue such opportunity.

Compliances :

The Board Members and Senior Management Personnel shall comply with all applicable laws,rules and regulations.

Confidentiality Of Information Any information concerning the Company s business, its customers, suppliers, etc, and to whichthe Board Members and Senior Management Personnel have access or possesses suchinformation, must be considered confidential and held in confidence. No Board Members orSenior Management Personnel shall provide any information either formally or informally, tothe press or any other public media, except as required in the performance of the regular


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corporate duties. However, Board Members or Senior Management Personnel shall be free todisclose such information, which is

Part of the public domain at the time of disclosure. Authorized or required to be disclosed pursuant to a decision of the Board. Required to be disclosed in accordance with applicable laws, rules, regulations or guidelines.

Protection Of Assets The Board Members and Senior Management Personnel shall protect the Company s assetsincluding physical assets, information and intellectual rights and shall not use the same forpersonal gain.

Enforcement Of Code Each Board Member and Senior Management Personnel shall be accountable for fullcompliance of this Code

HISTORY

Bharat Petroleum Corporation (BPCL) was established in 1952 and has equity base of Rs.361.54 crore. It is one of the leading company in the petroleum sector in India.

BPCL is into exploration, production and retailing of petroleum and petrol related products.The retail business unit of BPCL is into marketing of petrol, diesel and kerosene .It hasnetwork of 6553 retail outlets and 1007 kerosene dealers and is partnered with big foodchain companies like McDonald s, Pizza Hut, Caf Coffee Day, Subway, Nirulas , etc.

It also offers full range of automotive engine, gear oils, transmission oils, specialty oils andgreases .It caters to around 8000 industrial customers across India.It also provide AviationTurbine fuel (ATF) to its airline customers.

Its LPG business unit Bharat gas has presence in 25 million households with 2137 LPGcustomers spread across the country.

BPCL has two refineries at Mumbai and Kochi with a capacity of 12 Million Metric Tones PerAnnum (MMTPA) and 7.5 MMTPA for refining crude oil. Its subsidiary at Numaligarh hascapacity of 3 MMTPA.

Milestones


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BPCL won Petro Fed Oil & Gas Marketing Company of the Year award for the year 2006-07.This Award fist given as recognition for increase in volumes of products marketed.

BPCL won the Excellent Water Efficient Unit Award -Beyond the Fence at the NationalAwards for Excellence in Water Management 2007

BPCL was ranked 287th position during 2007-08 in Fortune Global 500 list.BPCL's Mumbai Refinery won the Smart Workplace Award 2008 under the industrialmanufacturing category given by Economic Times in association with IT majors, Acer andIntel.

Outlook

BPCL is one of the supplier of naphtha in Andhra Pradesh has committed to AP Transco tosupply sufficient quantities of naphtha for operation of its four power station.

BPCL has launched a GPS technology for tracking vehicles for its 5,200 tanker truck

VISION

We are a leading energy company with global presence through sustainedaggressive growth and high profitability

We are the first choice of customers, always We exploit profitability growth opportunity outside energy We are the most environment friendly company We are a great organization to work for We are a learning organization We are a model corporate entity with social responsibility

COMPETETIORS

RELIANCE INDUSTRIES INDIAN OIL CORPORATION

RELIANCE PETROLEUM

HPCL


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ESSAR OIL

MRPL

CHENNAI PETROLEUM CORPORATION

VARIOUS AGENCIES FOR LPG IN NOIDA AND GHAZIABAD

In Noida

S.NO AGENCY NAME ADDRESS 1 Chitra Gas Service Shop No.5 ,A Block ,Sec 55 2 Jai Harsh Shop No.12 ,Block H-362 3 Komal Gas Shop No.G-13,Sec 20 4 Krishna Bharat Gas Shop No.4 Block B-99a

5 Mangalam Bharat Gas 33a ,Opp.Janta Flat,Geja Sector93 6 Mehul Bharat Gas Gulab Singh Market,Vill Harola.Sec 5

In Ghaziabad

S.NO AGENCY NAME ADDRESS


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1 Kamla Gas Service Nehru Nagar2,Green Verge 2 Prakash Bharat Gas 23,Navin Park,Shyam Park Ext.Pasaunda 3 Prem Gas Agency R-10/12,13,Raj Nagar,Gda Market 4 Satyam Bharat Gas Service Main Road,Beta Hazipur

5 Shiv Bharat Gas 1118,Lal Kuan,G.T.Road 6 Vishnu Jyoti Gas Service A-6-H.I.G Duplex,Brij Vihar

SWOT ANALYSIS OF BPCL

SWOT Analysis: -

STRENGTH

1. Latest technology use in company.2. RGI develop firstly because there environment positive & suitable to growth.3. Biggest PT & CED line.4. Use the Kaizen policy for the problem solution.

WEAKNESS


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1. No strong management in company.2. Difficulty in exporting some raw material.

OPPORTUNITIES

1. Opportunities invariably bring with company competition in every business and industry. Andthe recent years have seen influx of a large number of players with the result that competitionis increasing in the automobile parts AND LPG industries.2. To increase the product rang3. To achieve the zero customers complain4. To get & achieve international standards

.THREATS:

1. Competition from other company they are also created the competition an Indian presence.The entry of new players in the business has made the automotive sector much morecompetitive affecting the pressures on margins.2. A major threat lies in the escalation of raw material prices. Such price hikes are likely to putpressure on prices and could affect margin or demand.3. Changes in government policy.4. Entry of big/ large size companies.

OBJECTIVE AND SCOPE OF THE STUDY

The objective of the study for industries is to find out

The relevance of LPG used in accordance with the product that is being manufactured inrespective industry.

Consumption of LPG in industries based on preference priority and individuality.


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To find out the requirements of LPG in sponge iron steel Ancillary industries and shops. Bazaar potential assessment of LPG in NOIDA and

GHAZIABAD.

The scope of the study

THE SURVEY HAS PROVIDED THE COMPANY WITH LPG RELATED INFORMATIONOFINDUSTRIES AND OTHER BUSINESS CONTACT WHO MIGHT BE POTENTIAL CUSTOMERSOF BHARAT PETROLEUM CORPORATION LIMITED.

THE STUDY ALSO COVER ANALYSIS OF INDUSTRIES REQUIREMENT AND CONSUMPTIONOF LPGIN INDUSTRIES AS WELL AS AWARENESS, PERCEPTION AND CONSUMPTION OFLPG BY CONSUMER BY COMMON USER THROUGH AGENCY, RETAILER.

THE STUDY COVERS OPPOURTUNITY ANALYSIS OF LPF OF BHARAT PETROLEUMCORPORATION LIMITED.

THE STUDY PROVIDED NO. OF CUSTOMERS OF EACH AGENCY AND AS WELL AS DEMANOF THE CUSTOMERS IN EACH AGENCY.

LIMITATION OF THE STUDY

Lack of interest and enthusiastic ,response may have allowed bias in thisreport in form of non-responsive error .

Correctness of this report is restricted and limit by the degree of authencityof data collected and sincerity and honesty of respondent.

Area of study is restricted to Noida and Ghaziabad which is a majorlimitation .the national scenario may be totally different from the result of the above mentioned area.


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INTRODUCTION TO THE TOPIC ROLE OF DISTRIBUTOR

A distributor consists of a rotating arm or rotor inside the distributor cap, on top of

the distributor shaft, but insulated from it and the body of the vehicle (ground). The

distributor shaft is driven by a gear on the camshaft. (Usually the distributor shaft

extends to also drive the oil pump.) The metal part of the rotor contacts the central

high voltage cable from the coil via a spring-loaded carbon brush. The metal part

of the rotor arm passes close to (but does not touch) the output contacts which

connect via high tension leads to the spark plug of each cylinder. As the rotor spins

within the distributor, electrical current is able to jump the small gaps created

between the rotor arm and the contacts due to the high voltage created by the

ignition coil.

The distributor shaft has a cam that operates the contact breaker. Opening the

points causes a high induction voltage in the system's ignition coil.

The distributor also houses the centrifugal advance unit: a set of hinged weights

attached to the distributor shaft, that cause the breaker points mounting plate to

slightly rotate and advance the spark timing with higher engine rpm. In addition,

the distributor has a vacuum advance unit that advances the timing even further as

a function of the vacuum in the inlet manifold. Usually there is also

a capacitor attached to the distributor. The capacitor is connected parallel to the

breaker points, to suppress sparking and prevent wear of the points.

Around the 1970s the primary breaker points were largely replaced with Hall effect

sensors. As this is a non-contacting device and the primary circuit is controlled

by solid state electronics, a great amount of maintenance in point adjustment and

replacement was eliminated. This also eliminates any problem with breaker


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follower or cam wear, and by eliminating a side load extends distributor

shaft bearing life. The remaining secondary (high voltage) circuit was as described

above, using a single coil and a rotary distributor .

SERVICES OF BPCL HOME DELIVERY OF GAS

ONLINE BOOKING OF GAS AFTER 15 DAYS

Q UALITY FOR SURE

D ELIVERY OF THE RIGHT QUANTITY IS ENSURE D BY COMPREHENSIVESEALING AN D CALIBRATION OF THE D ISPENSING UNITS WHICH MAKES

METER TAMPERING IMPOSSIBLE.


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RESEARCH METHODOLOGY

METHODOLOGY and APPROACH.

The study was qualitative in nature based on industrial and retailer

consumption and stock keeping units decision respectively. Field research was carried out

for the survey of the commercial customers. The study was EXPLORATORY in nature.

DATA SOURCE Primary data source as new facts and figures are Being collected fromthe project.

PRIMARY DATAPrimary data is the data which is collected for the first time

The primary data is the best possible source of information to a research worker where he candesign and carry out his studied according to the problem before him .the only thing is that heshould be careful about the collection of data, its authencity, its source and allied matters aswell as he should be competent to draw inference from the primary data

TYPES OF PRIMARY DATA

The marketing researcher may collect the data which may be according to the characteristics of his customers, attitude, liking and disliking, opinion, beliefs, awareness etc.

DEMOGRAPHIC AND SOCIO ECONOMIC CHARACTERSTICS

Marketing people mostly concentrate on research related to demographic and socioeconomic characteristics of consumer .it may me about the income ,occupation ,sex,social class, caste system, eating habit(veg non veg)etc.these are essential features outof which lot of interference is drawn for our marketing activities

AWARENESS AND KNOWLEDGE

Company may collect primary data to know awareness about their product and services.it help in deciding advertising programmes, in knowing consumer liking and disliking andhis behavior about competitors product. In his research work information or data iscollected either

Simply asking the question


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Giving some hint to the customers

Recognition

INTENTION

Primary data may be carried out to know the intention of the consumer and his plannedfuture behavior. Intention may be to any probable intention to buy, undecided buyer orindefinite buyer or indefinite intention of the buyer.

MOTIVATION

In this research the main object to find a want, need, desire, an urge, a wish, a desire orany inner stage of mind

BEHAVIOUR

Primary research may relate to behavior of the customers and behavior of thecustomers and behavior can be checked can be checked

What will you buy

Where and when u buy

In what situation will you buy Whom will you buy

TOOLS USED IN COLLECTING PRIMARY DATA

There are various method of collecting primary data. They may be classified as structuredquestionnaire and unstructured questionnaire

STRUCTURED QUESTIONAIRE

The researcher prepare questionnaire where the questionnaire are presented withexactly same wording and in same order to all the respondent. The object is to collectstandard information

UNSTRUCTURED QUESTIONAIRE

In this method the research worker tries to find out response from the personconcerned by having free talk


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CONCLUSION

Primary data is the most important aspect of research for many marketingcompanies, as the role of customers changes ,new product are coming, incomelevel changes in such a atmosphere ,only primary data can help an organization totake decision on behalf of customers and satisfy there value.

The BPCL products, such as, petrol, diesel, lpg, gasoline, kerosene, lubricants,

aviation fuel, and fuels & solvents, enjoy a strong imagery and appeal amongst

consumers across the world.

BPCL Products, is now lagging in services to distributer because of improper

supply and distribution in some areas and competitors taking advantage of these

points.


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SAMPLING PLAN.The main target area for the purpose of collecting the sample for the study was NOIDAand GHAZIABADwhere the main target was the customers of commercial cylinder (existing andpotential).

SAMPLE SIZEDuring my study I have visited more than 300 customers of NOIDA and GHAZIABAD.

RESEARCH INSTRUMENT.Separate questionnaires were being prepared both for where questionnaire consisted OPEN-ENDED, CLOSE-ENDED, CHECKLISTS and STRAIGHT-FORWARDTYPE QUESTIONS. The mode of collecting the data was basically interview-administered and face to faceconversations.

DATA ANALYSIS

Various step involve in data analysis

INTRODUCTION

Market research research require proper analysis of data which is collected eitherprimary source or secondary source .the objective now before the researcher is to haveits proper analysis than only the researcher work can be called authenticated

ISSUES

At the times of analysis the researcher must be clear in his mind about the problem orissue involve related to the research work

PROCESS

The researcher has to decide what process he will follow for his research work. it is alsocalled technique of data analysis, which is carried out with the assistance of tabulationof data

TABULATION


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The collected data can be analysis by way of tabulation which depends upon type of activities and the whole objective is combining the existing information and extractingmeaning from them. Therefore when be carry out analysis, the answer should bereceived that what is the message given by each group of people, what are the raweffect and how the data is influenced by the behavior.

Therefore the collected data has to be interpreted .interpretation is a processwhich relates various bits of existing information and new interpretation. The twoactivities i.e. analysis of data and its interpretation are closely related to one another .if one is not carried out seriously or properly , a success of other is seriously affected.Therefore ,the two activities must go hand in hand and both should be carried out witha great care and in a coordinated manner.

THE TABULATION ANALYSIS TECHNIQUE ARE

Simple Tabulation

Where the no. of activities are small, simple tabulation system is adopted

Cross Tabulation

The process of cross tabulation involve placing the collected into tabular form, so thatthere true meaning is extracted. It is the most frequent method

Cross Tabulation And Starting Point

In the cross tabulation, the starting point is to have unidimensional data andseparate it into two or more categories ,the break down is down on the basis of objective

Selecting The Factors For Cross Tabulation

The success of cross tabulation depends the researcher ability to selectfactors crucial to relationship and then construct the gross tabulation

format. The following steps are involved in cross tabulation

Extracting the meaning from cross tabulation

Sequential impact


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in the sequential analysis we try to analysis what are sequentialimpact on the whole study

Simultaneous impact

It is where finding of actual relationship is analysis

DRAWBACKS OF CROSS TABULATION

There are two main limitation of cross tabulation

If a large no. of factors are to be considered for analysis from a large set of sample

To ensure that all the factors have been included or considered is varydifficult task

DATA BASICALLY ANALYSIS ON THE BASIS OF MONTHLY CONSUMPTION AND

COMAPARING IT BY IS23 REPORT PROVIDED BY BPCL.


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D ATA ANALYSIS AN D INTERPRETATION

Q .1 DO YOU USING LPG OF BPCL?

INTERPRETAION

OUT OF 300 CUSTOMERS 57% USES BPCL LPG AND REST 43% USES OTHER COMPANY LPG


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Q2.WHAT IS THE TYPE OF COMPANY?

TYPE OF COMPANY NO.MANUFACTURING 80TRADING 50RESTAURENT 140OTHER 30

INTERPRETATION

OUT OF 300 CUSTOMERS 47% ARE RESTAURENT,16% ARE TRADING,27% ARE MANUFACTURING,10%ARE OTHER

Q3. HOU MUCH IS THE MONTHLY CONSUMPTION OF CYLINDER

COSUMPTION NO. OF


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CUSTOMERS1 TO 5 1505 TO 10 5010 TO 15 40MORE THAN 15 60

INTERPRETATION

OUT OF 300 CUSTOMERS

50% HAS 1 TO 5 CONNECTIONS, 17% HAS 5 TO 10 CONNECTIONS, 13% HAS 10 TO 15 CONNECTIONS,AND 20% HAS MORE THAN 15 CONNECTIONS

Q4 HOW MANY CONNECTION DO YOU HAVE OF LPG?

NO. OF CONNECTION NO. OF CUSTOMERS1 702 TO 4 804 TO 6 65MORE THAN 6 85

INTERPRETATION


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OUT OF 300 CUSTOMERS 23% HAS 1 CONNECTION,27% HAS 2 TO 4 CONNECTION,22% HAS 4 TO6CONNECTION,28% HAS MORE THAN 6 CONNECTION

Q5.PROCESS IN WHICH YOU USE LPG?

PROCESS NO. OF CUSTOMERSCOOKING 155HEATING 85WELDING 32OTHER 28

OUT 300 OF CUSTOMERS

52% CUSTOMERS ARE USING LPG IN COOKING,28% CUSTOMERS ARE USING IN HEATING,11%CUSTOMERS ARE USING IN WELDING,9% CUSTOMERS ARE USING IN OTHER

Q6 WHER ARE YOU PRESNTLY SOURCINGYOUR LPG REQUIREMENT FROM?


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SOURCING NO. OF CUSTOMERSCOMPANY 25AGENCY 198OTHER 77

INTERPRETATION

OUT OF 300 CUSTOMERS,8% SOURCING FROM COMPANY,66% SOURCING FROM AGENCY, 26%SOURCING FROM OTHER

Q7 ARE YOU SATISFY WITH THE SERVICE?

SERVICE NO. OF CUSTOMERSSATISFY 165NOT SATISFY 115CAN T SAY 20

INTERPRETATION

OUT OF 300 CUSTOMERS


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55% CUSTOMERS ARE SATISFY WITH SERVICE,38% ARE NOT SATISFY WITH SERVICE,7% CAN T SAY

Q8 WHAT IS IMPORTANT PARATER YOU LOOK WHILE PURCAHASING LPG?

PARAMETER NO. OF CUSTOMERSPRICE 90AGENCY SERVICE 195OTHER 15

INTERPRETATION

PARAMETER THAT A CUSTOMERS LOOK WHILE PURCHASING LPG

OUT OF 300 CUSTOMERS, 30% CUSTOMERS CONSIDER PRICE, 65% CUSTOMERS CONSIDER AGENCYSERVICE,5% CONSIDER OTHER SERVICE


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FIN D ING

The service provide by BPCL is not satisfactory because of which many of the consumer is either

shifted to pipeline connection (indane) or taken the other company connection

Complain from consumer was

NON AVAILABILITY OF NEW GAS CONNECTION

When a customers visit to bpcl gas agency for new gas connection, agency have connectionbooking open, but simply refused that by giving accuse that consumer residence is notunder their area ,he should approach to agency which is near by to customers residence.

This is really frustrating and giving encouragement to black marketing and dubious LPG

connection GAS AGENCY IS NOT PICKING UP PHONE FOR BOOKING GAS

Gas agencies are not cooperative with the consumer.

Consumer book the cylinder online but not getting cylinder after due date &cylinderremain undelivered .when customers try to contact the agency by calling on the numberprovided, the number either ring constantly or no body pick the phone. This problem isgetting worse day by day

GET GAS CONNECTION WITH GAS STOVEFor having the new gas connection, they have to purchase the gas stove from agencyalong with the gas cylinder .agency want to sell the product by hook or crook. gas stoveprovided by agency use to of inferior quality. What customers will do of such stove?Which is to risky .it can burst at any time

EXCUSES MADE FOR NON DELIVERY OF CYLINDER

When customers call in case of non delivery of gas. Agency made excuses like

Cylinder is dispatched from here

Delivery boy will come in morning/afternoon/evening

Cylinder will be delivered tomorrow or within two days

Cylinder are in shortage ,it may take another 6 days for delivery


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AGENCY IS CHARGING UNNECESSARY MONEY FROM CONSUMER

In order to have connection the customers has to buy stove which is of 550 but theycharge 1525,lighter of 55 charge 150.which is unfair on the part of consumer.

CYLINDER FILL WITH WATERMany a times agency delivers cylinder which is half fill with water ,when consumer makecomplain they defend themselves by saying that they themselves not making cylinder, itis coming from company and not their fault and can not do anything.

WITH SUCH SERVICE FIRM CAN NOT RETAIN THEIR CUSTOMERS ONE DAY THEY WILSHIFT TO OTHER FIRM WHICH IS PROVIDING GOOD SERVICE TO THEM


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RECOMMEN D ATION

BPCL should concentrate more on timely delivery of products,customers satisfaction through distributors. Organisation should

provide various opportunities and services to the distributors sothat they can satisfy there customers. So the organization

provide the following facilities:-

Optimum stock level Proper distribution channel Transportation facilities Availability of promoters Replacements of products

Safety


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QUESTIONAIRE

NAME OF THE CUSTOMERS:

ADDRESS. .....

CONTACT NUMBER

PERSONS MET: 1. NAME

DESIGNATION ..

DO YOU USING LPG OF BPCL?

YES NO If No please Specify .

WHAT IS THE TYPE OF COMPANY? MANUFACTURING TRADING RESTAURENT OTHER

HOW MUCH IS THE MONTHLY CONSUMPTION OF CYLINDER? 1 - 5 5 -10 10 -15 MORE THAN 15 SPECIFY

HOW MANY CONNECTIONS DO YOU HAVE OF LPG? 1 2-4


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4-6 MORE THAN 6 SPECIFY

PROCESS IN WHICH YOU USE LPG? COOKING HEATING WELDING OTHER THAN SPECIF

WHERE ARE YOU PRESENTLY SOURCING YOUR LPG REQUIREMENT FROM? COMPANY AGENCY OTHER

ARE SATISFY WITH THE SEVICE? YES NO CAN T SAY

WHAT IS IMPORTANT PARAMETER YO LOOK WHILE PURCHASING LPG? PRICE AGENCY SERVICE OTHER

WHAT KIND OF SALE SERVICE DO YOUEXPECT FROM AGENCY

RECOMMENDATION /SUGGESSTION FOR BPCL?


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BIBLIOGRAPHY

WWW.BHARATPETROLEUM .COM

WWW.WI KIPEDIA.ORG

WWW.BHARATPETROLEUM.COM/WHEELS

BOOKS

MARKETING MANAGEMENT-PHILIPPKOTLER

MARKETING RESEARCH -

INDUSTRIAL GUIDE

2

Customer Service in BPCL

Documents